KEY RESPONSIBILITIES
GUEST SERVICE
* Welcome guests with a warm, friendly, and professional attitude.
* Perform efficient check-in and check-out procedures.
* Verify guest reservations and identification.
* Provide accurate information about hotel facilities, services, and local attractions.
* Handle guest inquiries, requests, and complaints promptly and professionally.
* Ensure guest satisfaction throughout their stay. RESERVATIONS
* Process room reservations, amendments, cancellations, and walk-ins.
* Maximize room occupancy through effective room allocation.
* Promote hotel services and loyalty programs (IHG One Rewards).
* Upsell room categories and hotel services whenever possible. CASHIERING
* Handle cash, credit card, and digital payment transactions accurately.
* Prepare guest bills and ensure accurate posting of charges.
* Balance cash float and shift reports.
* Follow hotel cash handling and financial procedures. COMMUNICATION
* Coordinate effectively with Housekeeping regarding room status.
* Liaise with Engineering for maintenance requests.
* Communicate guest preferences and special requests to relevant departments.
* Maintain proper shift handover. GUEST RELATIONS
* Build positive relationships with guests.
* Recognize repeat and VIP guests.




* Resolve guest complaints following the service recovery process.
* Maintain confidentiality of guest information. ADMINISTRATIVE RESPONSIBILITIES
* Maintain accurate guest records in the Property Management System (PMS).
* Update room status and reservation details.
* Complete daily reports and shift checklists.
* Ensure compliance with hotel SOPs and IHG brand standards. SAFETY & SECURITY
* Follow hotel safety, fire, and emergency procedures.
* Verify guest identity before issuing room keys.
* Report suspicious activities immediately.
* Ensure compliance with data privacy and security policies. REQUIRED SKILLS
* Excellent communication skills.
* Strong customer service orientation.
* Positive attitude and skilled grooming.
* Good problem-solving ability.
* Basic computer knowledge.
* Familiarity with PMS (Opera preferred).
* Ability to work in rotational shifts.
* Team player with strong interpersonal skills.
* Good English communication (additional languages are an advantage). QUALIFICATIONS
* Graduate or Diploma in Hotel Management or Hospitality.
* 0–2 years of experience in Front Office or Guest Relations (freshers may also be considered).

📌 Guest Service Associate Front Office (Chennai)
🏢 IHG
📍 Chennai